Not applicable

Same old service different week!

Step 1: call in. Step 2: service is ok (not even in the ballpark of what advertised or paid for Step 3: wait a week and then return to Step 1, wash and repeat. I would think it would be better if advertised less than what you can actually provide so that if the customer gets more than what they paid for they would say "man Spectrum internet is amazing, great service" for example if the best I can get is 10mbs than advertise it as 5mbs then I would feel like man I'm getting a good deal... instead I pay for 100mbs and I get 10mbs.... bought my own modem and router, mounted router in a high open place, mounted modem where the cable comes into the house... and after spending all that money I can now say it makes no difference because it's false advertisement anyway.... you would think a lesson would be learned after Spectrum's lawsuit in NY for false advertisement of internet service and outdated equpiment
11 REPLIES 11
Expert

Re: Same old service different week!

This is peer to peer support

Copy and paste your modems signal level and error log pages.

 Are you measuring that speed with TWC's speedtest tool?

Are you sure your computer is set for 100 base and not 10 base?

What is the upstream speed?

 

Have you tried different cables?

 

Not applicable

Re: Same old service different week!

I will admit some of the stuff you're talking about a normal customer does know like log pages... my measurement comes from trying to watch a movie and it can't even load... after restarting the system I used Speedtest by ookla, I was at 5mbs down and 11mbs up. I don't know what modem signal level means it's a arris modem only no wifi and a linksys router... I don't know how to adjust computer base or anything along those lines.... only thing I can say is that when I started service I received 80 using the same speed test since then it went down to 40 now down to 5, 10, sometimes 15.... here is the only thing I do know.... as soon as I call in everything runs good... I'm not picky I run test it says 40 I'm ok... week later same old thing.... call in and bamn fixed again.... tonight I sat here restarting everything trying over and over hoping trying not to call and go through that whole song and dance again... I send a message to customer support explaining my frustration and then 5 min later my internet was running at 38.... coincidence
Expert

Re: Same old service different week!

go to 192.168.0.1 or 192.168.100.1

that's where the modem data screens are.

Need to verify levels and errors are not the issue for a start.

 

Not applicable

Re: Same old service different week!

I do appreciate you trying to help and am in no way mad at you. But I don't know what you wanting me to do, but I do t have time now to sit by the modem with a laptop in the basement making changes that I don't understand.... I would have to do at a time when I can focus and it's not now wasted whole night trying anyway.... but this is how my thought process works.... if I bought a #1 from Wendy's and they only handed me a sandwich and a Drink... and say it's my fault I should have asked for a frie a drink and a sandwich..... when I pay for my trash to be picked up and they come empty half the can, that's a rip off, I should t have to go out and say "can you please take all the trash this time". Switch that being said I'm am now running at 78mbs.... it's sad that I gotta keep doing this week by week but complaining seems to be the only way to get service and it's sad.... thanks for attempt to help me and by no means is my frustration with you, but until I take classes to learn all the technical stuff anything you ask me to look at is foreign
Expert

Re: Same old service different week!

Do you know how to copy and paste? you can do it from anywhere in the house you have a connection... If the router is in the basement and you're trying to use wireless to cover the house, Good luck, it won't .. Wireless access points must be in the center of the desired coverage area and up and away from other objects, even then the internal antenna stuff barely coversa 2 rooms.

 

You actually can't change anything in the modems, even if you own it. The level  parametersfw version and error logs are all you can look at , it might require a user/password combo, all are googleable, lol.  If it's a combo, you can change stuff on the router side.

 

 

Not applicable

Re: Same old service different week!

Yes I have a lot of errors
Not applicable

Re: Same old service different week!

Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=78:96:84:ea:d6:99;CMTS-MAC=00:01:5c:78:2c:6a;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=78:96:84:ea:d6:99;CMTS-MAC=00:01:5c:78:2c:6a;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=78:96:84:ea:d6:99;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Wed Jul 19 01:13:01 2017 Critical (3) Resetting the cable modem due to docsDevResetNow
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=78:96:84:ea:d6:99;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=78:96:84:ea:d6:99;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

Not applicable

Re: Same old service different week!

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked QAM256 14 657000000 Hz -5.4 dBmV 39.5 dB 0 0
2 Locked unknown 10 633000000 Hz -33.8 dBmV 0.0 dB 0 0
3 Locked unknown 11 639000000 Hz -29.0 dBmV 0.0 dB 0 0
4 Locked QAM256 12 645000000 Hz -21.5 dBmV 28.8 dB 576598 63
5 Locked QAM256 13 651000000 Hz -11.5 dBmV 36.2 dB 0 0
6 Locked QAM256 15 663000000 Hz -3.6 dBmV 40.3 dB 0 0
7 Locked QAM256 16 669000000 Hz -2.6 dBmV 41.0 dB 0 0
8 Locked QAM256 17 675000000 Hz -1.8 dBmV 41.0 dB 0 0
9 Locked QAM256 18 681000000 Hz -1.3 dBmV 40.9 dB 0 0
10 Locked QAM256 19 687000000 Hz -1.0 dBmV 40.3 dB 0 0
11 Locked QAM256 22 705000000 Hz -1.1 dBmV 39.7 dB 0 0
12 Locked QAM256 24 717000000 Hz -1.5 dBmV 39.9 dB 0 0
13 Locked QAM256 25 723000000 Hz -1.6 dBmV 39.9 dB 0 0
14 Locked QAM256 26 729000000 Hz -1.8 dBmV 40.0 dB 0 0
15 Locked QAM256 27 735000000 Hz -1.9 dBmV 39.9 dB 0 0
16 Locked QAM256 29 747000000 Hz -2.2 dBmV 39.9 dB 0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 2 5120 Ksym/sec 24200000 Hz 40.8 dBmV
2 Locked TDMA 1 2560 Ksym/sec 19400000 Hz 39.0 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 30600000 Hz 41.8 dBmV
4 Locked ATDMA 4 2560 Ksym/sec 37000000 Hz 43.0 dBmV


Current System Time: Thu Aug 03 23:36:43 2017
Expert

Re: Same old service different week!

make sure all coax connections in the house are a tad more than finger tight. I really need to look at the channel signal data for any further ideas as to where there's an issue, if you can't , then Call TWC/ spectrum, tell them it's intermittent and needs a tech out.

Read thru other conectivity posts, some are obvious easy fixes others are unresolved